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I applied for the first withdrawal on 1/28, but it was canceled. When I asked why,

Connection issues with payment service providers

They said there was no problem with that and I could just apply again, so I applied for withdrawal again on 2/7.

But still no money has been received since then.

I have inquired several times via live chat about why the money has not arrived since I requested the withdrawal on 2/7, but even though I was told on 2/13 that the process was 95% complete and the money would probably be withdrawn within the day, the money has still not been withdrawn.

I checked today too, but everyone is late so please wait a little longer.

That's what he said.

In the first place, I thought there was a possibility that the delay was due to financial difficulties on the part of the casino, and I was afraid of the risk of my money not being withdrawn, so I wanted to consult with them.

I know you are busy, but could you please help me to withdraw the money successfully?

I didn't save all the chats, but I have saved the most recent ones, so I will attach them here.

Thank you for your cooperation.

1/28に初めて出金申請をしましたがキャンセルされました。理由を聞いたところ

決済サービスプロバイダーとの接続問題

と言われました。こちらには問題無いとの事で再度申請してくれればよいと言われたので、再び2/7に出金申請しました。

しかしその後も着金していません。

2/7の出金申請をして以降着金しない理由をライブチャットで数回確認しましたが、95％処理は完了しているから本日中には出金されると思う、と2/13に言われてからも結局今まで出金されていません。

今日も確認しましたが全員が遅れているのでもう少しお待ちください

との事でした。

そもそもカジノ側の資金難などで遅れてる可能性もあるのかと思い、出金されないリスクが怖くなったので、相談させて頂きたいと思いました。

お忙しいとは思いますが、無事出金されるようお手伝い頂けないでしょうか？

全てのチャットを残して無かったのですが、最近のは残してますので添付しておきます。

ご協力のほどよろしくお願いいたします。

Dear minminzemi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Have you ever been successful in making a withdrawal?

→No. My first withdrawal request has been pending for a long time. I was afraid that I would not be able to play if I could not withdraw my money once, so I decided to try to withdraw my money first. My withdrawal has been pending, and I am periodically contacted to say that a bonus has been granted, so maybe they want me to use my funds.

Can you please confirm that you have passed KYC verification?

→ I was told that it is not necessary at the moment. Since the withdrawal is not being made, I asked if there are any necessary documents such as KYC, but they said that it is not necessary.

Have you won any money with or without an active bonus?

→ Yes, I won the winnings after my second deposit, so I'm currently requesting a withdrawal.

That's all.

Thank you.

これまでに引き出しに成功したことはありますか?

→ありません。初めての出金申請がずっと保留のままです。1回出金が出来ないと怖くてプレイ出来ないので、まずは出金してみようと思った次第です。出金は保留になったままで、定期的にボーナスを付与しましたと連絡が来るので、資金を使わせたいのかも知れません。

KYC 検証に合格したことを確認していただけますか?

→現在は必要ありませんと言われます。出金されないので、私の方からKYCなど必要な書類はありますか？と確認しましたが、必要ありませんと言われています。

有効なボーナスの有無にかかわらず、賞金を獲得しましたか?

→はい、2回目の入金後に賞金を獲得できたので、今出金申請している感じです。

以上です。

宜しくお願いします。

I will add more information.

My withdrawal request for today 2/7 was cancelled (for the second time)

I was told to try applying for a withdrawal using a different provider than before, so I will try that using a provider other than the one I used for the deposit, but since this is the second time I've done so, I don't think I'll be able to withdraw money next time either.

It's already been a month since my first withdrawal request.

I would like something to be done.

追記します。

今日2/7の出金申請がキャンセルされました（2度目）

今までと違うプロバイダを使って出金申請してみてと言われたので、入金方法とは違うプロバイダを使って申請してみますが、これで2度目なので多分次も出金されないと思います。

最初の出金申請からもう1か月経ちます。

なんとかして欲しいです。

Thank you for your reply, minminzemi. Have you already requested another withdrawal?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Yes, I have already requested the third withdrawal.

It is currently in the "processing" state. Both the last time and the time before that, this "processing" state continued for about 10 days.

When I contacted live chat, I was told that the process was going smoothly and was 95% complete so there was no need to worry, and then it was canceled.

I was asked to apply for withdrawal using a different wallet than last time, so I am applying using a different wallet this time.

(Because the deposit was made with STICPay, I applied for withdrawal with STICPay last time. This time, I was asked to apply with a different payment method, so I applied with JETON.)

I apologize for bothering you during your busy schedule, but please check.

はい。3回目の出金申請を既にしています。

今は「処理」という状態になっています。前回もその前もこの「処理」という状態が10日くらい続きました。

ライブチャットに問い合わせると順調に処理されていて95％処理は終わってるから安心してと言われ、その後キャンセルされています。

前回と違うウォレットで出金申請してください、と言われたので今回は別のウォレットで申請しています。

（入金がスティックペイでの入金だったので、前回はスティックペイで出金申請しています。今回は別の物で申請してみてと言われたのでJETONで申請してあります。）

お忙しい中大変申し訳ありませんが、ご確認よろしくお願いします。

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I would like to attach the documents I have so far. Can I attach a ZIP file here?

I have selected the ZIP file, but it doesn't look like it is attached.

Do I need to post each screenshot one by one?

今までの資料を添付したいのですが、こちらにZIPファイルは添付できますか？

一応ZIPファイルを選択しているのですが、見た目上添付出来てるように見えません。

スクリーンショットを1枚ずつ貼る必要がありますか？

I have just attached everything I saved from my conversation with support to the email address you provided.

Thank you.

先ほどメールアドレスの方にサポートとの会話で保存していた物を全て添付しました。

宜しくお願いします。

Still no news, minminzemi?

On March 5th

I have sent a ZIP file of all the correspondence I have had with the casino to this email address, but has it arrived yet?

I will send it from the email address registered here.

3/5に

 kristina.s@casino.guru

こちらのメールアドレスに今までのカジノ側とのやりとりをZIPファイルにして送ってありますが、届いておりませんでしょうか？

こちらに登録した私のメールアドレスから送付しております。

Thank you very much, minminzemi, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear minminzemi,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact BetHall Casino outside this complaint thread and let you know any new information once I receive it.

I finally got my first withdrawal the other day.

It took about two months from the first withdrawal request.

Since you can only request a withdrawal of up to $500 at a time, there is still $1,000 remaining in your balance.

I hope the rest will be withdrawn safely and quickly.

I will let you know once all the payments have been made.

先日やっと1回目の出金がありました。

最初の出金申請から約2か月かかりました。

1回に＄500までしか出金申請出来ないため、まだ残り＄1000が残高として残っています。

残りも無事、早くに出金される事を祈ってます。

全て出金出来たら報告させて頂きます。

Dear minminzemi,

thank you for the update. Please keep us informed once your next funds arrive.

A week has passed since my second application, but the money has still not been withdrawn.

It looks like it will take some time again.

2回目の申請から1週間たちましたが、やはり今回も出金されていません。

また時間が掛かりそうです。

Dear minminzemi,

Thank you for the update. Could you please confirm if the withdrawal request is still listed as pending in your casino player account?

I will now attempt to contact the casino again.

It says "Processing" (appears when pending)

Thank you very much.

処理中（保留中の時に表示されます）と表示されています

宜しくお願い致します。

Dear minminzemi,

is there any new development regarding your complaint? Has your withdrawal request been processed, please?

It hasn't been done.

It is still being processed.

されていません。

未だ処理中となっています。

Dear minminzemi,

thank you for the information provided.

Dear  BetHall Casino,

could you please provide an explanation of what is happening with this withdrawal request?

Dear all

Thank you for your patience.

We apologize for the inconvenience you experienced. Your satisfaction is our top priority, and we're truly sorry that we fell short of meeting your expectations we are checking your withdrawals with relevant department and we would get back to you as soon as they are paid.

Best Regards

BetHall Team

Dear all

Thank you for your patience.

We are happy to inform you that all of customer withdrawals are complete and paid out on our side.

Best Regards

BetHall Team

Thank you for the response, BetHall Casino.

minminzemi, could you please advise if you have received the payment?

All payments had been made.

Thank you very much m(__)m

全ての支払いが終了していました。

ありがとうございましたm(__)m

Dear minminzemi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru